Chatbots are getting smarter with emotional intelligence. Not only are we using bots to chat with customers but we are also catering to the demand of the age with voice-chatbots. We are training chatbots to understand intent, context, data, and gradually we’ll see them evolve as emotionally intelligent chatbots.
Why emotional intelligence matters for businesses?
When you provide support, you have to take care of multiple emotions such as excitement, exhilaration, anxiety, impatience, frustration. As much as it’s the responsibility of the customer support team to manage these emotions it gets equally overwhelming for them to deal with it on a regular basis. So, why not train a machine to handle it all together? They will learn to be happy if the customer is happy, and give comfort if the customer seems to be upset.
Therefore, tech companies are working on chatbot technology to make it more robust. Here are 3 more features available on the Engati platform to help the chatbot understand human emotions.
Intent Entity recognition
As humans, it’s comparatively easier for us than for a machine to understand the other person’s intentions. However, we can train a machine to understand evident as well as inconspicuous intentions of a customer. NER (Named Entity Recognition) is a means for identifying the intent in a sentence and extracting the entity out of it. Developers predefine categories for the bot so it can provide relevant answers to users.
When two people talk there’s a flow in which they exchange and discuss ideas. If they talk about a particular topic they don’t have to repeat the name of the topic every time. That’s why they use pronouns to refer to the topic as ‘it’, a person as ‘her’, a group of people as ‘they’, and continue in a similar fashion.
Similarly, programmers train a chatbot to have contextual conversations with customers so that they don’t have to keep repeating what they want.
Analytics for chatbot training isn’t a complete necessity but a beneficiary add-on. However, businesses often overlook analytics when it comes to chatbot training even though they can provide meaningful insights. It helps businesses keep track of different kinds of customer behaviour-
- Customers who find the chatbot helpful and interactive
- The impatient ones who leave a conversation if they find the questions irrelevant or the chat too lengthy
- Those who are unable to find answers to their questions
- Ratings towards the end of the conversation
- Difficulties while trying to look for something on the website
In the end, businesses need to have a customer-centric approach and data analytics helps a great deal. Taking care of their customers with empathy is what sets businesses apart from their competitors.
How do emotionally intelligent chatbots help your business?
It’s quite a common knowledge that organisations are using AI enabled chatbots. It allows the sales, support, technical and operational teams to step up their game and provide graceful responses to customers.
Moreover, customers don’t worry about judgments when they interact with chatbots. They just want to send a text and receive a quick response irrespective of how complex or insignificant their enquiry is. Therefore, chatbots are selling like the hottest marketing tools for companies and Engati is helping them leverage the opportunity.
For more on chatbot technology, please visit Engati!